How to Create a Custom Emails Received Inbox Using Filters
Task Manager lets you build custom views by combining filters, so you can surface exactly the tasks you care about, including a dedicated inbox view for inbound emails.
Where to find it
Go to Task Manager and click the + button next to the existing tabs at the top of the screen. This opens the filter panel where you can configure your view.
How to build an Emails Received Inbox
In the filter panel, click + Add filter
Set the first filter row to:
Where →
Last event type→Is one of→Email Received
Add a second filter row:
And →
Status→Is one of→ select the statuses you want (e.g.In Progress,New,Pending)
Click Apply
To save this as a named tab, click Views (top right of the filter panel) and save it, this pins the filtered view as a persistent tab in your Task Manager
What the filters do
Last event type: Email Received — shows only tasks where the most recent activity was an inbound email from a customer
Status: New + 2 more — narrows the list to tasks in active/open states, filtering out completed or dismissed tasks
Last event type vs last communication type
There are two similar filters, and the difference matters for how your inbox behaves:
Last event type looks at the most recent event of any kind on the task — including internal activity. If a customer email arrives and you then post a note, the note becomes the last event, and the task drops out of a view filtered on
Last event type = Email Received.Last communication type looks only at communications. Posting a note doesn't change it, the task stays in the view until a newer communication replaces the email.
Use Last event type if you want a strict "the very latest thing on this task is an inbound email" view. Use Last communication type if you want tasks to stay in your inbox while you work on them internally, and only leave once the conversation itself moves on.
One task can hold several emails
When several emails come in about the same topic, they are grouped under one task - so five related emails appear as a single row, with the full thread on the task timeline. This is why the count in this view can be lower than the number of emails received.
Pro tip: if your team prefers a stricter inbox where every inbound email always creates its own task instead of being linked to an existing one, an admin can set this up as a classification rule. Go to Agents Control Centre → Task Manager → Task Classification and add a rule instructing the AI to always create a new task for each email received instead of linking it. Classification rules are shared instructions that guide how incoming communications are categorised and handled.
How to read the task icons
Each task in the list shows an icon alongside its label. The icon reflects the most recent activity on the task: it shows the icon of the last action on the task, and if the task has no actions, it shows the icon of the last event type - for example, an envelope when the latest event is an email received.
This means a task's icon can change as work on it progresses. If you're building an inbox of emails received, rely on the Last event type filter above rather than scanning icons — the filter is what guarantees the view shows exactly the tasks where the latest activity is an inbound email.
Mix and match filters
You can combine additional filters to narrow the inbox further. A useful example is filtering by unread notifications, so you only see tasks with new emails you haven't reviewed yet:
And →
Has Unread Notifications→Equals→True
Other filters you can layer in include assignee, customer, due date, and more.
